EXPERIENCE
TEAM LEADER – VIRTUAL CHAMPS GLOBAL
MAY 2019 - PRESENT
GERSON YSMAEL MUSA
TEAM LEADER
PROFILE
Trustworthy Team Leader with 3
years of practical experience and
dedicated work ethic. Selfmotivated to consistently provide
first-class results in line with
stringent targets and deadlines.
Flexible in any given position with
an aptitude for new learnings.
CONTACT-www.linkedin.com/in/gymusa
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As a skilled and effective team leader, I tactfully handled
complaints from staff, management, and clients, resolved complex
customer inquiries and complaints, and delivered quality service
with a friendly and professional demeanor. I also led staff
meetings, delegated tasks, and communicated changing priorities,
developed positive relationships with team members to facilitate
effective issue resolution, and inspired teams to achieve or exceed
goals through regular motivation and team-building activities.
Additionally, I completed audits and risk assessments to achieve
regulatory compliance, managed smooth operations, and
collaborated with clients and other team members to allocate
resources to achieve project needs.
IT CONSULTANT/CLAIMS AND LOANS PROCESSOR –
FREEDOMLIFE GENERAL SERVICES CO.
FEBRUARY 2018 - FEBRUARY 2019
As the IT Consultant and Claims and Loans processor, I collected
and organized information into databases for storage, developed
SQL queries to obtain complex data from tables, and created
standard queries for verifying data quality and pinpointing errors.
I maintained consistent database security and integrity, defined
technical specifications and naming conventions for information
systems projects, and performed backups and procedures for
quick data recovery. Additionally, I assessed incoming claims for
validity against policy's conditions, collected evidence through
investigations, and authorized clearance and payments after
verifying validity of insurance covers.
General Santos City, Philippines
9500
SERVICE ENGINEER – SAMSUNG SERVICE CENTER
GENSAN
JUNE 2015 – AUGUST 2015
SKILLS
As a Service Engineer, I increased customer satisfaction by
improving device performance through resets and updates,
welcomed and supported customers with tech support queries,
repairs or purchase needs, and replaced components on various
mobile phones and tablet brands. I conducted thorough device
diagnosis, identified and fixed issues efficiently to support
customer satisfaction, worked proactively with operational teams
to meet and exceed SLAs, and kept customers updated on progress
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Goal development planning
Priority management
KPI management
Technological expertise
Task delegation
Issue resolution
Customer relationship
building
• Information systems
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management
Database access
management
HTML
JavaScript
SQL coding
Data processing
Jira adept
Salesforce proficient
Excel Proficient
Knowledgeable in VB.net,
HTML, JS
Call center experience
Data entry
Technical documents
comprehension
Legal documentation
knowledge
Efficient problem solver
of repairs to provide excellent customer service. Additionally, I
kept repair work space in excellent working order and recorded
precisely all parts used for repair in internal systems for tracking
purposes, completing scheduled repairs on time or ahead of
agreed timeframes for customer satisfaction.
IT ASSISTANT – GLOBAL MARITIME MANILA
FEBRUARY 2014 – FEBRUARY 2015
I exceeded goals through effective prioritization and a consistent
work ethic. I prepared various written communications and
reports, developed team communications, and implemented more
efficient processes to reduce wasted resources. I also inspected
products and services for quality compliance, updated databases
in compliance with GDPR regulations, and assisted the IT Manager
in setting up networks in the office. Additionally, I performed
software improvements and upgrades on existing systems to fix
bugs and vulnerabilities or add new features.
EDUCATION
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY
STI COLLEGE OF GENERAL SANTOS CITY
2014
